Technical Implementation Engineer II Technical Implementation Engineer II

Landis+Gyr • Longueuil, QC

29d • $85,700 - $112,400

About The Position

The Technical Implementation Engineer II serves as an escalation point for technical issues that are complex in nature which are escalated from the program support teams as well as internal teams. The position provides in-depth technical support by working across departments including Development, Engineering, SQA, Product Management, and Project Management. The Technical Implementation Engineer is responsible for driving a resolution to these technical issues, fully documenting the resolution in CRM, and cross-training other Technical Implementation Engineers. In addition, the position requires strong customer service skills and knowledge of utility business functions to support the Technical Implementation Manager with the deployment of company solutions for customers. The role also supports the company test environments and test lab and the associated suite of test cases and tests beta versions of company products to provide feedback to Engineering teams.

Applicants must live in Canada and be fully bilingual in French/English.

Requirements

• Bachelor of Science degree required with 2 to 5 years of related experience
• Experience in working with solutions involving both software and hardware
• Utility operations experience is a plus
• Experience working closely with customers is preferred
• Technical and Process certifications are a plus
• Applicants must live in Canada and be fully bilingual in French/English.

Nice To Haves

• High degree of analytical skills; able to complete methodical root cause analysis
• Highly adaptable in a dynamic work environment
• Accustomed to working in an environment driven by high standards for service and system delivery
• Excellent team player; self-starter with the ability to work unsupervised
• Experience with Oracle or SQL Server database a plus
• Excellent written and oral communication skills
• Self-motivated, proactive, able to work under stressful conditions
• Demonstrate customer focus with proven ability to resolve customer issues appropriately
• Strong customer communication and service skills
• Experience with wireless technologies is a plus
• Background in software quality testing desired
• Utility domain knowledge preferred.
• Experience with Windows desktop/server platforms and/or Unix, Networking and Scripting is a plus
• Ability to plan and maintain schedules.
• Work with limited direct supervision.
• Demonstrate good judgment in selecting methods and techniques for solving problems and obtaining solutions.
• Ability to multitask and prioritize.
• Ability to travel approximately 40%, including international travel.

Responsibilities

• Owns test environments and test lab to support the deployment organization
• Create relevant use case scenarios and appropriate solutions to demonstrate how the GridStream system operates and supports improvements to the customer-facing test suite
• Support System Acceptance Testing (SAT) for new customer deployments
• Lead creation of standard operating procedures and solutions for technical elements of the system that are effective and repeatable
• Adhere to formal change control processes
• Develop subject matter expertise in more than one technical domain beyond two-way electric AMI technology, such as security, battery storage, microEMS, Home Area Networking, Load Control, water and gas, dual head-end hybrid technology environments, MDMS, etc.
• Ensure CRM tickets are full documented and resolved or escalated to appropriate support tier, within SLA guidelines.
• Proactively follow through on all technical issues worked to ensure items are addressed accurately and promptly.
• Support software installation activities for new releases and provide post-implementation support.
• Identify and support process improvement opportunities and product improvements.
• Test and support beta versions of software and identifies gaps in technical documentation such as release notes.
• Participate in response teams for root cause analysis of system problems identified in the deployment of company solutions.
• Act as the liaison to the other business units within Landis+Gyr, as needed, to resolve and follow through on issues / defects.

Benefits

• employees are offered a comprehensive and competitive package of benefits including medical, dental and vision coverage, life insurance, and a 401(k)-retirement plan featuring a generous company match incentive
• three (3) weeks of Paid Time Off (PTO) as well as eleven (11) paid holidays
• tuition reimbursement program, optional pet insurance, supplemental medical coverage and a host of other perks to ensure the health, wellness, and enrichment of our team members

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level